> ## Documentation Index > Fetch the complete documentation index at: https://agentheya.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # Inbox > Cross-channel conversation viewer — read, take over, or release any conversation your agent is having. The Inbox shows every conversation your agent is currently having or has had, across every channel — chat, widget, email, messaging apps, API, and the in-app preview. Conversations are grouped by contact so all of one person's threads sit together. The page is live: new messages and status changes stream in via Server-Sent Events. If SSE is unavailable the page falls back to polling every 5 seconds (a `polling fallback` badge appears in the header). ## Filtering The filter bar above the conversation list lets you narrow what you see: * **Search** — full-text match against contact name, email, conversation title, last preview, and subscriber id. * **Channel chips** — click to toggle. Channels: Preview, Designer (AI helper), EU chat, Widget · EU, Widget · anon, API, Email. * **Unread** — only conversations with unread messages waiting for the operator. * **Live** — only conversations currently in handoff or already taken over. ## The list Each entry in the left pane represents one contact (grouped across channels). Click the row to load the most recent conversation for that contact in the right pane; the small channel icons on the row let you see all the channels that contact has used. Badges: * **LIVE** — at least one conversation in this group has an active handoff or is being handled by the operator. * A blue number — unread messages count. ## The detail pane When you select a conversation, the right pane shows: * A status pill near the top — one of `Bot-managed`, `You are handling this (bot paused)`, `Email thread`, `Bridge active → `, or `Handoff active`. * For bridged conversations: a **Release bridge** button. For bot-managed conversations: a **Take over** button below the transcript. * The transcript, including messages routed via the bot, via takeover, via email, or via a bridge to a peer agent (each style-coded). * If a structured handoff payload is attached, a collapsible **Handoff context payload** panel that shows the `agentheya.handoff/v1` JSON with a one-click copy button. ## Taking over Click **Take over** to pause the bot for this conversation. Your messages sent from the compose box go directly to the user on their original channel (chat, widget, email, Telegram, etc.). Click **Release** to hand control back to the bot. The bot resumes on the next visitor turn. ## Releasing a bridge When the conversation is bridged to another agent (Agent-kind handoff channel), the status pill reads `Bridge active → ` and shows the hop count. Click **Release bridge** to terminate the relay; the bot resumes on the next visitor turn. Visitors can also type `/release` to end a bridge themselves. ## Slash commands in the compose box Type these as a message (they aren't sent to the user): | Command | Effect | | -------------------- | -------------------------------------------------------------------------- | | `/takeover` | Same as the Take over button. | | `/release` | Same as the Release / Release bridge button. | | `/note` | Internal notes (coming soon). | | `/handoff ` | Forward to a handoff channel (coming soon — use the Handoff page for now). | | `/close` | Close the session (coming soon). | ## Inviting inbox admins You don't have to be the account owner to work the queue. The **Invite admin** button at the top of the Conversations page opens an invite panel where you can grant someone access to the inbox without handing over the rest of the dashboard. (On the subscriber dashboard the button reads **Invite inbox admin**.) * Enter the person's email address and click **Send Invite**. They receive an email invitation; once they accept, they can open this Conversations page, read threads, and take over or release conversations. * Invited admins are listed below the form. Each row shows their email, an access badge (**Owner inbox** or **EU inbox**), a status badge — **Pending** until they accept, then **Active** — and the date you invited them. * Remove an admin with the trash button on their row; you'll be asked to confirm. The panel is available on both the owner and subscriber Conversations pages. Invited admins see the Conversations page only, not the rest of the dashboard. ## Refresh The **Refresh** button in the header re-pulls the session list and current transcript on demand. You shouldn't normally need it — live updates handle this — but it's there for the rare case the stream is stale. ## In practice **Rescue a frustrated visitor in real time.** You're watching the Inbox and see a widget conversation where the bot is struggling. Click the row, click **Take over**, and type directly to the visitor from the compose box — your messages reach them on the widget. When it's resolved, **Release** hands control back to the bot. The visitor never knew a human stepped in mid-thread. **Triage everything in one place.** Use the **Unread** filter to see only conversations waiting on a human, and the channel chips to focus on one surface (e.g. just Email threads). One queue across every channel your agent runs on, instead of checking each platform separately. ## Manage via the Management MCP This area is managed through the [Management MCP](/manage-mcp) at `https://manage.agentheya.com/mcp`. | | | | -------- | -------------------------------------- | | Endpoint | `https://manage.agentheya.com/mcp` | | Tools | `list_conversations, get_conversation` | All tools take `owner_id` + `agent_id` as required arguments. See the [Management MCP guide](/manage-mcp) for authentication and the full tool catalogue.